Frequently Asked Questions

Everything you need to know

What if I don't need monthly support?

Chances are you probably do need monthly support. If nothing else we're an extra level of assurance to protect your website, but if all you really need is quick help for a single task, posting it on the WordPress Jobs board is a good place to start.

Which payment methods do you accept?

We accept all major credit cards including Mastercard, Visa, Discover, and American Express. After signup, cards are auto-charged each month on a recurring basis until you decide to cancel or upgrade your plan. For Partner Plan customers we accept EFT or paper check as well.

Do you give any discounts if I want you to manage more than one site?

Yes! We give bulk discounts. Contact us for details. We also work with agencies. Once we know more details about your specific needs, we'll be happy to put together a proposal with some handsome incentives.

Do you offer web hosting?

We don’t. We work closely with a huge number of providers, and have direct access to higher tier support at a number of hosts, but we aren’t in the hosting business. We’re in the business of being your advocate, which would be really hard if we were your hosting provider too.

What happens if a plugin or theme update breaks my site?

The simple answer is that we fix it. We go out of our way to ensure compatibility before we update plugins, themes, or WordPress versions, but sometimes the results of an update are unexpected and things break. In those rare scenarios, we quickly repair the issue and contact the plugin or theme author so they can work on patching the issue.

Does it matter which webhost I use?

We definitely recommend working with a quality web host, but we’ll be happy to work with whoever you’ve chosen. If you’re looking for a quality hosting provider, we can make some recommendations based on our your needs, and our experience and testing. If you're self-hosting your website, using a service like Digital Ocean or AWS, or using a provider that blocks the WordPress update process, additional fees may be required depending on your configuration.

Am I locked into a contract?

No. We don’t use shady cell phone provider tactics here. We believe in earning your business month after month, and you can cancel your service with us at any time, risk free.

Can I change my plan after signup?

Of course. You can upgrade or downgrade at any time by visiting your billing portal. If you aren’t sure how to access the billing portal, contact us and we’ll send you a link to your personal portal.

Do you offer an affiliate or reseller program?

We do have a an ambassador program. If you're interested in our Ambassador program, you can apply here. We don't do any white labeling or reselling. We found that those types of arrangements are never as good as getting it directly from the source (us).

What's your refund policy?

We offer a 100% fully guaranteed refund during the first 30 days of service. Once 30 days have passed, refunds are prorated for the remaining time left in the month.

What are your support hours?

Our support hours depend on the level of your plan. Partner plans that include a service level agreement may have higher availability, but our default hours are 7am - 7pm MDT or MST, depending on the time of year.

What's version control?

Version control is a method we use to take extra special care of any changes that are being made to your website's codebase. We make small, incremental changes that are tracked, documented, and can easily be rolled back if any bugs or issues are encountered after we make changes to your website. You can learn more about version control here.

Do you have a preferred web host?

We recommend the web host that’s best for your unique situation. It may sound like a cop out answer, but instead of recommending one host to all of our clients, we go out of our way to find out what your specific needs are, and then try and pair you with a host that meets them. You can read more about our philosophy for recommending web hosts on our blog.

Do you offer any SEO services?

SEO services are an exclusive benefit for our Partner Plan customers. SEO requires a good deal of human time to do correctly, and requires constant attention and care month after month. Any Protect or Professional Plan customers interested in working with our team for increasing organic rankings would require an upgrade to our Partner tier.

What is Walkie Talkie?

Walkie Talkie is a WordPress plugin that lives on every customer site. With Walkie Talkie customers can submit requests right from their WordPress dashboard without relying on email. It attaches technical details to your request to help us troubleshoot and debug issues more quickly. It also includes a number of under the hood functions for managing each website more safely and efficiently.

Where is your team located?

Our headquarters (if you can even call it that) is located near Provo, Utah. We're a distributed team with employees all over the US. & Canada. Everyone who works for WP Site Care has full time employment status. We'll occasionally work with contractors on some bigger projects, just to speed up the delivery process, but that's always fully disclosed. We like you to always know exactly who you're working with.

Do you work with agencies?

We work with agencies all the time. While we don't offer white label services, we partner with many agencies to make sure their customers are taken care of once their new project has launched. We like to have a healthy, transparent relationship with customers. If ongoing maintenance work is slowing down delivery of your design or development projects, let us take a load off for you.

How many support requests can I submit each month?

You can ask us as many questions as you’d like, and if your request is covered by your site management plan, then we’ll take care of it right away. There’s no limit to the number of tasks we perform as long as it’s covered by your plan. Sometimes we’ll refer you to an article or send you a quick answer of our own. If your support request isn’t covered by your plan, we’ll give you an estimate for completing the work you need done, or can upgrade you to a plan with more services. In short, send us a note whenever you think we can make your life easier.

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